August 22, 2005
Crisis PR in the Blogosphere
UPDATE: Since originally writing this post earlier in the week, I've had a delightful dialog with Tara Hunt, which further punctuates the point I'm trying to make below. Tara summaries the exchange well.
Over the last few weeks, I’ve been discussing the challenge of handling crisis PR in the blogosphere with Lisa Poulson, who will chair that discussion at BlogOn. We’ve dissected some high-profile cases trying to find for the conference the right speakers with the right experience and the willingness to let others learn from it. Little did I realize that Guidewire Group would find itself in the middle of a minor crisis communication exercise of its own this weekend.
The details aren’t worth rehashing here – a quick Feedster search on “BlogOn” will provide the back story. Suffice to say, though, that this little incident is a near-perfect example of how a PR problem goes from zero to 60 in a couple of posts, and how the blogger community is as likely to solve the problem as to fan the flames.
In this case, a prominent blogger posted a criticism (fair enough) and took a swipe (not so fair) at our public relations agency. In short order, another blogger picked up the torch and posted a pot shot at our company. I got email from one of our speakers, questioning the posts and our practices.
This, in short, is how the blogosphere can create a PR problem for an organization.
In response to the original posting, we first sent an email to the blogger. Then, practicing what we preach about open dialogs, we posted a comment to the blog. Both of these approaches only fanned the flames, and as we debated internally whether and how to respond, a funny thing began to happen: readers of the first blog began to post comments that countered the blogger’s criticism.
This, in a nutshell, is how the blogosphere can quell a PR problem for an organization.
In our case, we decided that to comment further on the original post or to confront the blogger directly would only fan flames that other bloggers were dousing for us. We’ll keep our eye on the embers, to be sure, but we’re convinced that for now this is the right decision.
Not all PR problems rise and fall so quickly, and plenty of crisis are much, much larger than this annoying blip. In some cases, such as ours, the blogosphere is self-correcting, and this is one of the great advantages of social media. In other cases, though, ignoring a crisis will not make it go away. The key is knowing when to fight and when to walk away.
Posted by Chris Shipley at August 22, 2005 01:39 PM
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